House of Commons - Committee of Public Accounts: Charges for Customer Telephone Lines - HC 617

House of Commons - Committee of Public Accounts: Charges for Customer Telephone Lines - HC 617

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Telephone services are a vital part of government support, accounting for 43% of all customer contacts. But departments are continuing to make extensive use of higher rate phone numbers for customer telephone lines despite the fact that many people are put off calling as a result. The most vulnerable callers, on the lowest incomes, face some of the highest charges. Costs to callers are even higher because the caller has to endure long waiting times and poor customer service. In the face of this evidence we welcome the Cabinet Office's acknowledgement that it was qinappropriateq for vulnerable citizens to pay a substantial charge to access public services and its commitment to establish best practice in this field and ensure it is followed across governmentRecommendation: The Cabinet Office should establish the principle that public service performance is always measured against industry standards of customer service. Departments should be required to publish on an annual basis theiranbsp;...


Title:House of Commons - Committee of Public Accounts: Charges for Customer Telephone Lines - HC 617
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts
Publisher:The Stationery Office - 2013-11-11
ISBN-13:

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